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You can configure Contact Center AI Platform (CCAI Platform) to transfer call or chat sessions to a
virtual agent when the session is ended by the agent or the end-user. You can
configure your virtual agent to do post-session tasks like surveys or order
status inquiries.
You must have a virtual agent configured for any channel that you configure for
post-session transfers.
Post-session transfers are available for web SDK V3. They're not available for
the mobile SDKs.
Enable post-session transfers for chats globally
To enable post-session transfers for chats globally, follow these steps:
In the CCAI Platform portal, click Settings > Chat. If you don't
see the Settings menu, click menuMenu.
Go to the Post-session Transfers pane, and then click the toggle to the
on position.
For Chat Type, select the type of chat to transfer to a virtual agent.
In the Virtual Agent Name field, click a virtual agent to receive the
post-session transfer.
To add data parameters, do the following:
Click the Data Parameters toggle to the on position.
Click Add Parameter. The Add Parameter dialog appears.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[],[],null,["# Post-session transfers\n\nYou can configure Contact Center AI Platform (CCAI Platform) to transfer call or chat sessions to a\nvirtual agent when the session is ended by the agent or the end-user. You can\nconfigure your virtual agent to do post-session tasks like surveys or order\nstatus inquiries.\n\nYou must have a virtual agent configured for any channel that you configure for\npost-session transfers.\n\nPost-session transfers are available for web SDK V3. They're not available for\nthe mobile SDKs.\n\nEnable post-session transfers for chats globally\n------------------------------------------------\n\nTo enable post-session transfers for chats globally, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Chat** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n2. Go to the **Post-session Transfers** pane, and then click the toggle to the\n on position.\n\n3. For **Chat Type**, select the type of chat to transfer to a virtual agent.\n\n4. In the **Virtual Agent Name** field, click a virtual agent to receive the\n post-session transfer.\n\n5. To add data parameters, do the following:\n\n 1. Click the **Data Parameters** toggle to the on position.\n\n 2. Click **Add Parameter** . The **Add Parameter** dialog appears.\n\n 3. Fill in the fields according to the instructions in [Pass data\n parameters to Virtual Agents and Virtual Task\n Assistants](/contact-center/ccai-platform/docs/va-pass-data-parameters#data-parameters-to-vas-and-virtual-task-assistants)\n , and then click **Save**.\n\n 4. To add more data parameters, repeat these steps.\n\n6. For **Data Records**, use the checkboxes to determine whether the data\n parameters are added to the session metadata file, to CRM records, or\n both.\n\n7. Optional: Select the **Ask consumer to opt-in before the transfer**\n checkbox to let the end-user opt in or out of the session transfer.\n\n8. Click **Save**.\n\nEnable post-session transfers for calls globally\n------------------------------------------------\n\nTo enable post-session transfers for calls globally, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Call** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n2. Go to the **Post-session Transfers** pane, and then click the toggle to the\n on position.\n\n3. For the **Call Type**, select the type of call to transfer to a virtual\n agent.\n\n4. In the **Virtual Agent Name** field, click a virtual agent to receive the\n post-session transfer.\n\n5. To add data parameters, do the following:\n\n 1. Click the **Data Parameters** toggle to the on position.\n\n 2. Click **Add Parameter** . The **Add Parameter** dialog appears.\n\n 3. Fill in the fields according to the instructions in [Pass data parameters\n to Virtual Agents and Virtual Task\n Assistants](/contact-center/ccai-platform/docs/va-pass-data-parameters#data-parameters-to-vas-and-virtual-task-assistants),\n and then click **Save**.\n\n 4. Repeat to add any additional parameters.\n\n6. For **Data Records**, use the checkboxes to determine whether the data\n parameters are added to the session metadata file, to CRM records, or\n both.\n\n7. Click **Save**.\n\nEnable post-session transfers for chats at the queue level\n----------------------------------------------------------\n\nPost session transfers are only available for chat sessions at the queue\nlevel.\n\nTo enable post-session transfers for chats at the queue level, follow these\nsteps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Queue** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n2. In the **Web** pane, click **Edit / View**.\n\n3. Click the queue that you want to edit.\n\n4. In the **Settings** pane, go to **Post-session Transfer** , and then click\n **Configure**.\n\n5. Click the **Chat Routing** toggle to the on position.\n\n6. In the **Virtual Agent Name** field, click a virtual agent to receive the\n post-session transfer.\n\n7. To add data parameters, do the following:\n\n 1. Click the **Data Parameters** toggle to the on position.\n\n 2. Click **Add Parameter** . The **Add Parameter** dialog appears.\n\n 3. Fill in the fields according to the instructions in [Pass data parameters\n to Virtual Agents and Virtual Task\n Assistants](/contact-center/ccai-platform/docs/va-pass-data-parameters#data-parameters-to-vas-and-virtual-task-assistants),\n and then click **Save**.\n\n 4. Repeat to add any additional parameters.\n\n8. For **Data Records**, use the checkboxes to determine whether the data\n parameters are added to the session metadata file, to CRM records, or\n both.\n\n9. Optional: Select the **Ask consumer to opt-in before the transfer**\n checkbox to let the end-user opt in or out of the session transfer.\n\n10. Click **Save**."]]